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Reviewed Aug. 9, 2023
Redid my kitchen. Bought all kitchen appliances from Sears 8 years ago. The refrigerator stopped working. Called on a Saturday - they couldn’t come out until Tuesday. Compressor was shot. They had to order it. Delivered by Saturday. They couldn’t come out until Tuesday (see a trend here). Service guy (Vince) said to wait 72 hours 3 more days before I use it. This isn’t true per my conversations with other appliance repair companies. Then it started warming up by the following Friday. Called…sending someone on Tuesday (see that trend) between 8am-5 pm. They called me that Tuesday morning at 9:45am to reschedule. I asked why. Said the technician couldn’t make it. Scheduled it for the following Thursday. By this time I had had it. Couldn’t get ahold of a person to cancel it & to cancel the 1 year warranty I foolishly was talked into (Vince said all my appliances would be covered and I would only have to pay for $100 service fee & labor.
Looked over the contract which came in the mail - wasn’t so. You also have to pay for 50% of parts. Kept calling until I finally got someone who said in order to cancel my warranty I had to cancel my appointment on Thursday???? Tried to explain to her when the tech installed it he said there was a 90 day service/part’s warranty. She advised me there wasn’t. So….ended up canceling the appointment & 1year home protection warranty (we’ll have to see if that goes well). I can’t believe they’re legally still in business…. I called another appliance service and they’re coming out today!
Reviewed July 6, 2023
This company I'd contracted thru my home buyers warranty 210 home buyers. The way they communicate to the thru email only is the start of the foolery. They came to my home, said my refrigerator needed one part, purchased it, had it sent to my home three times now and it's still not fixed. Not to mention the time frame they require you to be available for an appointment is 8am to 5pm. For them to either call and say they won't be at home until 2pm to 5. Then he showed up after five. While I was working out to leave without saying a word about what was wrong or needed to fix the problem. Never reported the diagnosis to the warranty company until I called back three times asking for them to return and fix it.
When I asked if he reported it he stated they were closed last time he was here. Which means no one followed up on our work order request because it obviously was not complete. And he tried to scam me for a second service fee of $100, after leaving the first time and it wasn't fixed. Poor communicate with customers and warranty company. I wouldn't recommend them to anyone. Oh and they kept sending (2 x's) a repair person who even though all my dogs are secured in crates per company policy wouldn't enter my house. As if he didn't realize my address when he received the order to come. Which in turn meant I had to reschedule the appointment. Again three time's a charm. The repair man called said he would be here and then called back to say he is now ordering another part that will be shipped to me and if I'm available two weeks from now. I started this work order 4/16/23. Still not complete. Horrible
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Reviewed July 2, 2023
They've been horrible. Sold me a lemon. Refused to replace it. Now have Frankensteined it with three separate part repairs. I had the fridge for under 6 months before it broke. It's been getting repaired for 4 months! They took two months and three escalations to just get the check issued for lost food. They offered no replacement fridge. I've had to buy a whole new fridge and they won't reimburse us at all. Stay away from Sears and do not waste your time and money on any of their home warranties. I'm 20 calls deep and still getting a run around.
Reviewed May 14, 2023
Highly recommend DO NOT SHOP WITH SEARS. It used to be a trusted company. Not anymore. I've help my parents fight for a new refrigerator for almost a YEAR now. They bought a Frigidaire from Sears. First they had to wait 2 months for delivery that was delayed twice. Once they got the fridge, the freezer constantly iced up and the door wouldn't shut properly. After multiple "repairs" sent out, the last repair man Sears sent determined the freezer door was defective. For the next 4 months we fought to get a new door, when that apparently couldn't be done, Sears said they would replace the Frigidaire. For the next TWO MONTHS my parents were given the back and forth on getting a new fridge delivered.
After getting fed up and talking to customer service for what seemed like the 100th time, Sears said the fridge they had wasn't available! Shouldn't that have been known when they committed to replace the fridge??? So they agreed to a new model.... The delivery of this new model has been delayed over and over and over. We are now sitting at over 10 months of dealing with this. My parents have to use a hair dryer on the original fridge to keep it from icing so they can close the door and actually use it. Today, Sears changed the delivery date of the new fridge AGAIN!!! To the end of June!
At this point my parents are fighting for their money back and I'm picking up a new fridge for them from Lowe's. Will NEVER USE SEARS for anything again. Sad this company has come to this and will eventually be out of business with this kind of service and products. (And I haven't even touched on MY dishwasher that Sears took 4 months to fix correctly, only to fail again later on.) Sears service seriously stinks stupendously.
Reviewed May 9, 2023
This is why Sears is failing. How can you sell a product when the parts are no longer being made. That’s poor customer support. Never ever buy anything from Sears. The model number is 111.72695911.
Reviewed April 19, 2023
I've been a Sears customer for 30+ years. Have purchased most of my major appliances from them. The drop in Sears product and service is breathtaking. To illustrate:
1. Product: After a 26 year old Sears Kenmore refrigerator finally needed replacement, I purchased a Kenmore Elite model in 2018. After 4.5 years of service, the compressor needed to be replaced. I came to find out that the compressor is an LG part, which is notoriously unreliable. After reviewing my warranty, which states "Sears will replace, free of charge, within 5 years of purchase", I scheduled an appointment with Service Home Services.
2. Service: Per Sears, even though the warranty doesn't state labor is excluded, it is implied since the warranty specifies "defective material" as the cause. The Sears technician said the part would be covered under the warranty, but the labor cost would be $578.45. Not great, but I thought okay so let's proceed. Here's the catch: Sears told me it would take 7-10 days to get the part. Absurd! I called a local repairman and had the refrigerator serviced same day. I won't be doing anymore business with Sears after this debacle.
Reviewed March 29, 2023
I purchased a refrigerator from Sears back in July of 2022. I discovered after a couple months that it was starting to build up ice inside the freezer section of the fridge. I did purchase a protection plan from Sears just in case I had any issues. It took them 2 months to get a technician out to look at it. He said it was a manufacturer defect and he ordered parts. He scheduled a repair appt for a month away. When that appointment date came the technician never showed up or called. It took several months to get another appointment with them and somehow the guy didn’t show up for that one either.
So now I’ve paid for a 2000 refrigerator that is broken and Sears for whatever reason won’t return to repair it so I’ve also wasted money on their protection plan. I am floored at how bad their customer service is. They have outsourced all of their customer service calls to their countries and these people are at home answering the phone with no supervisor available. No one so far has been able to help me. I guess my next route is suing the company.
Reviewed Jan. 17, 2023
It started off good with the 7 different repairmen. Finally, they determined it couldn't be fixed. They offered a replacement or $$$ (less than enough for replacement). I chose the replacement, they called with a replacement model number. I am 85 and don't use a computer, I verbally accepted it, trusting that they would give me one with correct dimensions. It was brought to our home and the delivery men came in and measured the space and they told me it wouldn't fit. Now Sears Warranty said there is a 35% restocking fee and the replacement value went down over $500.00. I have bought from Sears for years and bought the warranty on everything. Very dissatisfied!!! We are on a fixed income and now we have to pay $950.00 for a replacement plus the warranty $$ to get a new one, that fits. P. ** (Written by my daughter)
Reviewed Dec. 7, 2022
Have been dealing with a Sears Kenmore fridge that has not been keeping temp since August. Have had a gaggle of repairmen in and out about every two weeks for the last 4 months. Always, it seems something else must be ordered and repaired. They return, do the repair and the fridge works properly on average for about 3-4 days, then the temp starts slowly creeping up to 60-70 degrees. As this is a long term home for medicaid residents, having one of the refrigerators down is a problem.
Spoke to the warranty department on 12/6 and was told if the repairman puts in the work order unrepairable or uneconomical to repair, with what they have done in the last 4 months, they would replace the unit. Of course, repairman returned today, stated that's not how it works and proceeded to put an order in for more parts- one of which they already replaced during this four months of uselessness- I highly recommend you buy your appliances at another retailer.
Reviewed Nov. 17, 2022
If you are reading this review, there may still be time. DO NOT CALL SEARS. They will quickly siphon your soul and charge you for it. Then, they will gladly sell you a warranty on your soul so that in the event your soul is siphoned again, you only have to pay the copay. If you have a broken appliance, list it for free on Craigslist and walk away. I was charged $1200 to repair my refrigerator. They gladly took my $1200 and did not repair my refrigerator. It is nearly impossible to contact them and when I do they tell me they do not service my area and will not issue a refund. This company is a disgrace.
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